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Business Profile

Womens Clothing

Forever 21 aka F21 OpCo, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Womens Clothing.

Complaints

This profile includes complaints for Forever 21 aka F21 OpCo, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Forever 21 aka F21 OpCo, LLC has 238 locations, listed below.

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    Customer Complaints Summary

    • 240 total complaints in the last 3 years.
    • 76 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/05/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered several Hello Kitty items from Forever 21 on 11/4/2022. I received an email saying it was on its way. I never received my package. I called on 11/13/2022 and inquired about the package, they said it was delivered. on Nov. 12. I was home all day and we have a ring camera that showed no delivery. I never even received an email conformation saying it was delivered. **************** said they will investigate it and would have a resolution for me on 11/30/2022. I called on Nov.30 , Dec 1, Dec.3 and was told it wasn't resolved and to call back. In the meantime, all of the Hello Kitty items I ordered for my daughter for Christmas, have now sold out. I called again today, 12/5/2022 and they said it was resolved and I don't get the merchandise or my money back. I'm so disappointed that the gifts are now sold out, and on top of that, they are trying to keep my money!! Awful company.

      Business Response

      Date: 12/07/2022

      Hello *****,

      Thank you for your patience. We have issued a full refund in the amount of $78.40 regarding order **********. Please allow 1-3 business days for the amount to post onto your original form of payment.

      Thank you

    • Initial Complaint

      Date:11/28/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Forever21 is refusing to refund me for an online order I never received in the amount of $98.09.
      Ordered from them on 10/21/22, paid for it on 10/21/22. Received notice from Forever21 the order shipped on 10/24, with Estimated delivery date of 10/28. On 10/28, tracked package via the carrier's On Trac/LaserShip (tracking # ***************) website & it showed it as "DELAYED" at the carrier facility, where it remained until 11/5/22. I submitted a ticket with the Carrier for an update on this order & signed up for the automated tracking text messages. On 11/5, I received an automated text from the Carrier that package was delivered to my front door at 2:06pm. I was home, I opened my front door immediately, and it was not there or anywhere on my property. My ring camera footage also confirmed no delivery occurred. I contacted Lasership immediately via email on 11/5 to alert them to this non delivery. I also contacted Forever 21 on 11/5 via online chat, to alert them to this non delivery. The Forever21 customer service rep advised that I'd need to wait until 11/8 to open a lost package claim with them internally. On 11/8, I called back and the lost package claim was filed. Meanwhile LaserShip emailed me back on 11/10/22 stating the investigation is complete, they show package as delivered and if I didn't received it, to contact Forever 21 for resolution. I called Forever 21 and was advised per process, I have to wait 10 business days for a refund, to call back on 11/23/22. Today is 11/28, I called Forever 21 and they are now refusing to refund me the money because they are still "investigating" with the carrier (the same carrier who told me on 11/10 the investigation was completed). The carrier has no proof of delivery this package delivered, I have Ring camera footage from my entire property to prove no delivery occurred, and yet Forever 21 is refusing to issue me a refund for an order I did not receive. I've made 10+ calls to customer service with no resolution.

      Business Response

      Date: 12/02/2022

      Business Response /* (1000, 5, 2022/12/01) */
      Hello ******,

      Thank you for your patience. We have issued a full refund in the amount of ****** regarding order XXXXXXXXXX. Please allow 1-3 business days for the amount to post onto your original form of payment.

      Thank you


      Consumer Response /* (2000, 7, 2022/12/01) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Thank you

    • Initial Complaint

      Date:11/25/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a package from the forever 21 website 11/3/22 that I never received. The next day they shipped it through a carrier I'd never heard of called "deliver it". When I went to search this carrier all I saw were negative reviews about missing, stolen or generally undelivered packages. Instantly I was concerned that I wouldn't get my package. On 11/5/22 my package was supposedly out for delivery but then they had an "exception" and were supposedly going to reattempt delivery on 11/7/22 or 11/8/22. Those days came and went with nothing. Eventually on 11/9/22 they marked it as delivered but my package was nowhere to be found. I contacted the carrier and forever 21. The carrier never got back to me, however forever 21 told me that they would investigate and that if the package was lost by then, I'd get my full refund. However this did not happen. I contacted them today 11/25, and they told me the carrier considered it delivered and that I was unable to get a refund. So I'm stuck paying for an order that I don't have because they used a sketchy low rated shipping service. I've never had these kinds of issues with the more reputable mainstream carriers, only these sketchy ones. I just want a refund. Clearly I'm not the only one dealing with this kind of situation.

      Business Response

      Date: 12/02/2022

      Business Response /* (1000, 5, 2022/12/01) */
      Hello *******,

      Thank you for your ********. We have issued a full refund in the amount of ****** regarding order XXXXXXXXXX. Please allow *** business days for the amount to post onto your original form of payment.

      Thank you


      Consumer Response /* (2000, 7, 2022/12/01) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:11/22/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order **********. FedEx tracking shows package was delivered. Photo proof of delivery shows item was delivered to the wrong building. I contacted Forever 21 and FedEx. Forever 21 will not reship my items and they stated to wait until 12/06 for my refund of the money since the items were not delivered to me. I explained that I could not get in touch with anyone from the complex where the package was delivered in the photo. I want my money back since they will not reship my items and some of them are out of stock now. I am not waiting until December for my refund since FedEx stated that the shipper needed to provide me with a refund.

      Business Response

      Date: 12/12/2022

      Business Response /* (1000, 5, 2022/12/01) */
      Hello ********,

      Thank you for your patience. We have issued a full refund in the amount of $211.94 regarding order XXXXXXXXXX. Please allow 1-3 business days for the amount to post onto your original form of payment.

      Thank you

    • Initial Complaint

      Date:11/19/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been trying to place an order on forever21 website for 4 days now, not working, locks up, too slow or doesn't work at all. I left a VM on the corporate number, no one called. Today, Saturday, I left another VM on the phone of employee *********. I signed up and received a coupon code and the system told me it was not valid but they took my email address. Forever 21 will never get out of bankruptcy doing business this way. Winnie needs to be on top of this and someone needs to call me to address the concerns of not being able to order 3 sweaters for 4 days now. Also, charging $5.95 for shipping on $50.00, that will put you in bankruptcy real quick, no shipping charge should be on that price point, no one else does. I need a call, I need to place this order and if no call, Forever21 please feel free to go out of business and do us all a favor.

      Business Response

      Date: 11/30/2022

      Business Response /* (1000, 5, 2022/11/30) */
      Hello *******,

      Your Order XXXXXXXXXX placed on 11/22/XX XX:XXam PST in the amount of $57.73 was delivered on Sunday 11/27/2022 at 4:06 pm. Our site does experience an increase in traffic during our holiday season and especially during Black Friday weekend and Cyber Monday, like most companies do. We apologize if this caused you inconvenience.

      Thank you


      Consumer Response /* (2000, 7, 2022/11/30) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:11/16/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered several items from Forever21 on November 8th. My order number is **********. The order arrived and the Hello Kitty & Friends Beanie & Mittens Set smelt strongly of mold. I attempted to wash the item to see if the smell would go away, but it has not. Providing a moldy smelling product to a customer is a serious health hazard. I reached out to customer support, and they refuse to allow me to return the items because it does not have tags. Giving anyone moldy items is disgusting and a health hazard. They did not care. I will not be shopping there again.

      Business Response

      Date: 12/14/2022

      Business Response /* (1000, 5, 2022/11/30) */
      Hello ******,

      Thank you for bringing this to our attention. We sincerely apologize for the inconvenience. We have issued a refund for the item in the amount of $16.42. There is no need to return the item.

      Thank you

    • Initial Complaint

      Date:11/10/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I came into the store and made a purchase. When I went back to the store to get a refund for these items. They claimed that I would get my $40 refund via mail. Ever since that day, I have continued to call their customer service line. Every time I call the representatives for the company claim to solve the issue and say that I will soon get a check via mail. However this alleged check has never arrived. The last time I called I even spoke to a supervisor and once again they made the same claims and to call back if the check does not come in the mail. I am tired of them with holding my money.

      Business Response

      Date: 12/14/2022

      Business Response /* (1000, 8, 2022/11/30) */
      Hello ********,

      We sincerely apologize for the inconvenience. To better assist you, please advise the store location this took place: city, state, mall name. If you still have the receipt for your return, please reply with the details. We may then research the status of your refund with the receipt details.

      Thank you

    • Initial Complaint

      Date:11/04/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid more 100 of merchandise online in oct 2022. It's now November I paid for 2 day shipping and I haven't received my merchandise. I have been home and my mom is dealing with a health issue at the hospital and dealing with a domestic violence issue havent been able to get access to my email due to my ex disconnecting my phone and breaking it. I finally got access to my email and My package said delivered but there's was nothing I live on a busy street I expect them to give the package to someone who answered the door but I suppose it was just left on a sidewalk. So I contact forever 21 about the situation and asked if the package was signed by someone or left with someone but apparently it against their policy to have a package signed for soooo im not getting how that's even legal. They wouldn't give me a refund because it's not lost. I'm not sure they get what lost means. But I can't get a refund because it's not lost so I guesss I donated more than 100 dollars to forever 21

      Business Response

      Date: 11/18/2022

      Business Response /* (1000, 5, 2022/11/07) */
      Hello *******,

      We apologize for this inconvenience. I was unable to locate an order made under your email address: ************************ May you please reply with your order details?

      Thank you

    • Initial Complaint

      Date:10/29/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered from Forever 21 online on 8/6/22. Order number is **********, tracking number: ***************
      The total of my order was $332.37. Over the past 2 months, I have contacted the shipping company, Forever 21 customer service (and went in the store), and Klarna. When I went to Forever 21 in store, the employees stated that Forever 21 customer service employs foreigners from overseas and they didn't recognize the shipping company LaserShip. Then, the employees took all of the information that I had of this order and said the manager would call me and I received no follow-up or call. The tracking says it was delivered however I never received the package and thought the tracking history seemed a little off. I was told by customer service that they are not responsible for stolen packages, however I live in a gated residential community and have cameras, which did not indicate a package was delivered. I shop frequently and have never experienced packages not being delivered and was extremely surprised by the lack of care from a reputable company like Forever 21. I called Forever 21 over a dozen times and was told to create a dispute and that an investigation was underway and would be emailed with a response and never received written correspondence. I eventually called back and they said it was denied because "according to the proof of delivery", referring to the tracking history, the package was delivered. LaserShip has no evidence that the package was delivered to my address other than the shipment progress history.

      Business Response

      Date: 11/14/2022

      Business Response /* (1000, 5, 2022/11/01) */
      Hello ********,

      Thank you for reaching out concerning your order XXXXXXXXXX made on 8/6/22. We sincerely apologize you did not receive your package delivered by LaserShip on 08/18/2022 at 2:54 pm to your door. We have processed your order in full. The amount of ******* will be applied onto the original form of payment. Please allow 2-3 business days for the amount to post.

      Thank you

    • Initial Complaint

      Date:10/25/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am livid with this company, order **********, i received my order with missing items, one with a stain on it, so i was given a return label, promised a full refund. I am still out the return shipping of 5.99, it is the principal at this point. I have called, emailed, chatted, promised it has been fixed 3 times now, over chat they workers are rude and talk down to me and disconnect the chat in seconds. I am disgusted with this company, i will NEVER shop here again and if this isn't fixed i will go to social media and my bank - there LITERAL BLOOD on the clothes i returned, give me my full refund!!! ****** didn't assist, no one does.

      Business Response

      Date: 11/08/2022

      Business Response /* (1000, 5, 2022/10/28) */
      Hello *****,

      Your order has been refunded in full, ****** issued ******** ****** issued on ****** and ***** on ********* Please allow 3-5 business days for the latest refund amount to post back onto your original form of payment.

      Thank you

    Forever 21 aka F21 OpCo, LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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